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Nourishing the Flowers & the Weeds Brian Henry – Academic Advisor Muir College UCSD Karla Kastner – Academic Advisor Muir College UCSD.

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Presentation on theme: "Nourishing the Flowers & the Weeds Brian Henry – Academic Advisor Muir College UCSD Karla Kastner – Academic Advisor Muir College UCSD."— Presentation transcript:

1 Nourishing the Flowers & the Weeds Brian Henry – Academic Advisor Muir College UCSD Karla Kastner – Academic Advisor Muir College UCSD

2 Think of a time when you experienced excellent customer service...what did that experience look like? How did it make you feel? Why was it special or meaningful? Think of a time when you experienced the worst customer service... what did that experience look like? How did you feel afterward? What made it a negative moment?

3 Student expectations shaped by consumer driven society. Entitlement when see tuition as paying for services/education. As advisors we can employ customer service best practices to shape our interactions with our students and create more quality outcomes for both students and advisors.

4 Different Models Disney-Welcoming and Setting the Stage Nordstrom-Personalized Service and Innovation Healthcare-Service Recovery and Evaluation Implications for Advising

5 We keep moving forward, opening new doors, and doing new things, because were curious and curiosity keeps leading us down new paths. – Walt Disney

6 Greeting & welcoming Setting the stage – cast members in a show Take advantage of every opportunity – magical express. What time is the 3pm parade?: never make guests feel like a question is silly. We mentality: we all take responsibility Its about the whole experience

7 Creating a show Group advising series marketed specifically to incoming freshman. Welcoming guests & answering questions Frustration about decentralized campus: by holding hand a little bit and explaining why were referring out can feel more personal and less like being turned away. In-between opportunities Passive programming: use the waiting area, website, Facebook.

8 Nordstrom Rule #1: Use your good judgment in all situations. There will be no additional rules. – Nordstrom Employee Handbook.

9 Use your good judgment Follow-through: make them come back! Innovation Creativity Initiative Establish rapport with the customer Goal setting essential to company culture

10 Initiative Give student all information relating to a question including what they arent asking. Avoids you never told me. Follow-through Advising students on academic probation: ask them to follow-up before week 4 & 9 deadlines. Always surprised that we want to see them more than oncetranslation: I care. Creativity/Innovation Share best practice ideas & trends with coworkers to meet changing demands.

11 The way an organization seeks complaints and service failures sends a loud message about what it truly believes in.

12 Service Recovery The Six As Poka-yokes Employee-Driven Strategies Evaluation and Systematic Change

13 Feedback Create opportunities for feedback during and after meeting with students. Take Responsibility Proactively mistake-proof your department and anticipate problems. Model responsibility for our students and be accountable for mistakes. Change and Improve Once mistakes are identified, use them an opportunity. Work not only with your department, but the larger university as well.

14 Using these customer service techniques can be the antidote to the entitled student & empower the advisor. Creating an experience leading to trust promotes student buy in and allows us to advance our advising goals. Create Loyalty and Identity Why as a form of action Barriers: too much time/work We all feels pressures of stress (high volume of students/not enough resources), but in the end we are professionals who are passionate about education and maybe by working within the frame work of student expectation we can create the change we want to see. As advisors, we are the public faces of our universities and have the power to help students understand how to utilize our services & shape expectations of what advising is.

15 Bell, Steven J. "Antidote for Entitled 'Customers' | Inside Higher Ed." Antidote for Entitled 'Customers' | Inside Higher Ed. 29 July Web.31 May Clark, Paul Alexander, and Mary P. Malone. Making It Right:Healthcare Service Recovery Tools, Techniques, and Best Practices. Marblehead, MA: HCPro, Print. Elizard, Brian J. "6 Things Disney Can Teach Us About Academic Advising." Elizardi Dot Com. Web. 30 May

16 Fottler, Myron D., Robert C. Ford, and Cherrill P. Heaton. "Fixing Healthcare Service Failures." Achieving Service Excellence: Strategies for Healthcare. Chicago: Health Administration, Print. Payne, Kirby J. "What Time Is the 3PM Parade? (Should Your Hotel Have a SomeMickey Mouse(r) in It?) / Kirby D. Payne, CHA." What Time Is the 3PM Parade? (Should Your Hotel Have a Some Mickey Mouse(r) in It?) / Kirby D. Payne, CHA.Web. 31 May Spector, Robert, and Patrick D. McCarthy. The Nordstrom Way: The inside Story of America's # 1 Customer Service Company. New York: Wiley, Print.


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